We will never stay with this property again. I had called 48 hours prior to our arrival as suggested to confirm our reservation and indicate we would be a late arrival. After 30 minutes on the phone of them trying to find our reservation, they confirmed our reservation. When we arrived, they were once again not able to find our reservation after about an hour of the night staff and via phone with the manager Jim, they finally put us up in a temporary room that was one king vs 2 queens, which we needed as we had 4. Although they gave us rollaways, we could not walk around the room. We were told the manager would be in the next day and we could talk to him. Well he wasn't, but the lady on the desk staff did say they were going to put us into a room with the 2 queens. Noone offered to help us move our luggage. The room we moved ourselves into did not have the amenties I had booked expecting. Noone took the time to apologize us or offer us something for our troubles. The service was horrible, they did not bring in coffee each day. The only thing we got was fresh towels. There was mold on the shower curtain. We will never stay at this property again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
3 May 2012
Dear Guests,
I regret to read this type of review. It is always our intention to strive for outstanding customer service and a great experience at the Shadow Ridge. I am very sorry to hear of your frustrations and that our reservation and check in process did not go as smoothly as it should. We are working hard to make this a premier spot for your vacation. These are the types of things we are working on correcting as the new management company in charge of Shadow Ridge.
I regret the confusion, and we will continue to work to the best of our ability to service clients.
Shadow Ridge is a wholly owned condominium facility. Each unit is unique and offers it own charm. As always if a client is looking for a specific type of unit we are always happy to showcase all units we have available and allow them to make a personal choice based on their specific expectations.
We appreciate the comments of this client as all comments afford us the opportunity to learn and improve. As with all reviews there are underlying, untold facts that could change the opinion of other interested parties. I appreciate Trip Advisor for giving us the chance to respond and perhaps fill in some of the missing information.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
